Posts Tagged ‘airline fees’

Complaint letter to CEO of US Airways

Tuesday, March 10th, 2009

(Follow the whole story at http://blog.kamens.brookline.ma.us/tag/trapped-in-georgia/.)

March 10, 2009

Doug Parker
Chairman and Chief Executive Officer
US Airways
111 West Rio Salado Parkway
Tempe, AZ 85281

Dear Mr. Parker,

I am writing about the outrageous experience which has prompted my wife and I to decide that we will never willingly fly on US Airways again. I will also tell you about my efforts to share our experience with as many people as possible and to urge our elected representatives to take action to make what happened to us a thing of the past.

(more…)

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U.S. Airways: the good, the bad, and the unbelievable

Monday, February 23rd, 2009

(Follow the whole story at http://blog.kamens.brookline.ma.us/tag/trapped-in-georgia/.)

Good: I just spoke to the U.S. Airways reservations desk and booked my wife and kids on the same flight for tomorrow that they’d originally been scheduled on for today.  That’s the good news.

Bad: The fare for the Tuesday flight is $100 higher than the fare for the Monday flight at the same time, so they charged me $500 for the fare increase.  Funny, but when an airline cancels your flight and puts you onto a cheaper one, I don’t recall them refunding the difference to you.

Unbelievable: When I called tonight to change the reservation, the agent informed me that there was already a fee waiver coded on my wife’s reservation.

(more…)

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Trapped in Georgia: Still no tickets for tomorrow’s flight

Monday, February 23rd, 2009

(Follow the whole story at http://blog.kamens.brookline.ma.us/tag/trapped-in-georgia/.)

I got the letter from the nurse in Georgia, confirming that my wife was too ill to fly today, at 3:00pm today, Eastern time.

Ten minutes later, I queued up that letter as well as an explanatory cover letter to be sent to the fax number that the customer relations agent had given me.

Five hours later, the fax still hasn’t been successfully transmitted, although I’ve been trying to send it pretty much every five minutes.  (more…)

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U.S. Airways claims they’ll waive the fees if I document my wife’s illness

Monday, February 23rd, 2009

(Follow the whole story at http://blog.kamens.brookline.ma.us/tag/trapped-in-georgia/.)

I waited on hold for almost two hours before finally being connected to someone in the customer relations department at U.S. Airways.

I started out by asking if I could just get someone to read my letter rather than being forced to tell the whole story again, and she said that was impossible — they get too many faxes to be able to find a particular fax, so no one would be able to review my fax until it got distributed to agents with the rest of them.

So I told the agent my story and asked, once again, for a reduction or waiver of the ticket change fees.

And, once again, the agent informed me that the terms and conditions of our tickets did not include a waiver for medical emergencies and therefore the fees could not be waived.

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Complaint letter to U.S. Airways

Monday, February 23rd, 2009

(Follow the whole story at http://blog.kamens.brookline.ma.us/tag/trapped-in-georgia/.)

I faxed the letter below to the U.S. Airways customer relations department over 40 minutes ago.  So far, no response (no surprise there).

I then tried to call them using the toll-free voice number on the slip of paper they gave me at the airport (to tell them I had sent them an urgent complaint via fax), and I was greeted with a recording informing me that their call volume (complaint volume, more like) was so high that they couldn’t take my call and I should write to them through their Web site instead.

Then I tried calling the long-distance phone number given on the slip of paper as “alternate tel,” and I got a recording informing me that I had dialed the wrong extension (I didn’t dial an extension!).  Love it!

Finally, I tried the original toll-free voice number again, and this time I actually got put into a queue, where I’ve been waiting for almost 25 minutes.

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U.S. Airways stops pretending to care about its customers

Monday, February 23rd, 2009

(Follow the whole story at http://blog.kamens.brookline.ma.us/tag/trapped-in-georgia/.)

There’s an old Dilbert strip where the boss makes his disdain for his employees so clear that Dilbert blurts out, “Good Lord!  You’ve stopped even pretending to be on our side!”  This is what came to mind to me today when I realized that U.S. Airways has stopped even pretending to care about their customers.

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Posted in Consumer activism, Government activism, Politics | 16 Comments »